Program Manager, Self-Service (Utility Customer Service)

Liberty•Joplin, MO

16d

About The Position

Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business, and as an employee team. At Liberty, we hire passionate people who care about doing the right thing for our customers. We are entrepreneurial, creative, and outcome-focused. Here, your natural talent and achievements will flourish in an inclusive environment of teamwork, trust and continuous learning. We are always pursuing excellence to exceed our ambitions goals, rewarding both the goal outcome and how we achieve it. PurposeThe Program Manager, Self-Service will plan and execute initiatives/projects that support established non-live customer service channels. This includes IVR systems, web and mobile applications, and emerging AI-powered platforms. Managing projects that drive measurable improvements in customer experience and adoption such as seamless customer experiences, reduced call volume, and digital adoption. A key objective of this role is to build performance frameworks that track and support improvement by designing experiences that are easy to use, available in real-time, and responsive to customer needs. This leader will coordinate efforts across teams to help maintain performance standards and support operational goals. Accountabilities Inspires excellence through strong communication of the company's vision and strategic targets to support a motivated and positive work culture. Support initiatives that enhance system reliability, scalability and integration across the customer journey. Ensure all digital channels are intuitive, accessible, and aligned with customer preferences. Coordinates emergency response, ensuring all parties are trained on emergency policies and procedures. Continuously improve channel performance through customer feedback, usability testing, and analytics. Develops and enhances process documentation through regular review and as required from regulatory, state and or new project implementation requirements. Use data to tell the story of customer interactions across channels, identifying opportunities for improvement and innovation. Monitor and report on key metrics such as containment rate, CSAT, and digital adoption. Collaborate with analytics teams to develop dashboards and insights that inform strategy. Performs duties in compliance with laws, regulations, company policies and procedures. Adheres to Liberty security policies. Provides accurate information regarding Liberty services and guidelines. Coordinates emergency response, ensuring all parties are trained on emergency policies and procedures. Algonquin Power & Utilities Corp. is a growing renewable energy and utility company with over $15 billion of assets across North America and internationally. For more than 30 years, Algonquin has demonstrated an unwavering commitment to delivering clean energy and water solutions. Through our operating business (Liberty), we provide regulated electricity, water, and natural gas utility services to over 1 million customer connections, primarily in North America. With our robust, diversified, and growing presence in communities across North America and internationally, we are continually demonstrating our “Think Global, Act Local” business model.

Requirements

Bachelor degree or equivalent professional experience
5+ years of direct experience
Ability to develop and manage project plans and procedure documentation.
Able to use AI and stay familiar with automation trends. Deep understanding of IVR systems, web and mobile platforms.
Knowledgeable with multiple systems and platforms to ensure seamless customer experiences.
This position requires periodic travel to locations in the United States and occasionally to other US locations and head office in Canada. A valid passport is required for international travel.

Responsibilities

Inspires excellence through strong communication of the company's vision and strategic targets to support a motivated and positive work culture. Support initiatives that enhance system reliability, scalability and integration across the customer journey.
Ensure all digital channels are intuitive, accessible, and aligned with customer preferences.
Coordinates emergency response, ensuring all parties are trained on emergency policies and procedures.
Continuously improve channel performance through customer feedback, usability testing, and analytics.
Develops and enhances process documentation through regular review and as required from regulatory, state and or new project implementation requirements.
Use data to tell the story of customer interactions across channels, identifying opportunities for improvement and innovation.
Monitor and report on key metrics such as containment rate, CSAT, and digital adoption.
Collaborate with analytics teams to develop dashboards and insights that inform strategy.
Performs duties in compliance with laws, regulations, company policies and procedures.
Adheres to Liberty security policies.
Provides accurate information regarding Liberty services and guidelines.
Coordinates emergency response, ensuring all parties are trained on emergency policies and procedures.